Retail Training & Development Specialist

Coastal States Bank•Hilton Head Island, SC

About The Position

The Retail Training & Development Specialist delivers and coordinates hands-on technical, onboarding, and professional development training for Retail Banking employees, with additional support for other departments as needed. Based in the Low Country, the position expands regional training accessibility, supports TOPS (Train Our People to Succeed) implementation, and helps employees consistently apply CSB procedures and service standards. The role coordinates onboarding and learning activities, delivers in-person and virtual instruction, supports TOPS trainers and participants, tracks training progress, and provides follow-up coaching and remediation. It also facilitates professional development workshops, assists with training for products and operational changes, maintains training materials and records, and gathers feedback to improve training. The specialist travels among branches and other locations to provide regional training coverage and reinforce consistent procedures and CSB’s OneTeam culture. The position requires timely completion of assigned compliance and job-specific training, including BSA/AML and Information Security. Duties and responsibilities may change, and the position does not create an employment contract other than an at-will employment relationship.

Requirements

Strong knowledge of retail banking operations, teller functions, account opening, account maintenance, and client service.
Clear written and verbal communication and confident small-group presentation skills.
Patience, coaching ability, and skill in explaining complex procedures step by step.
Attention to detail, accurate recordkeeping, and strong scheduling and organizational skills.
Ability to work collaboratively with branch managers, trainers, and cross-department partners.
Comfort using banking systems, Microsoft Office, and digital or virtual training tools.
Travel among CSB branches and other locations is required.
Occasional early morning, evening, or weekend availability may be necessary for training events or branch openings.
Timely completion of assigned compliance and job-specific training, including BSA/AML and Information Security.

Nice To Haves

Associate or bachelor’s degree in business, education, or a related field; equivalent banking experience is considered.
Three or more years of retail banking or related client-facing financial services experience, with demonstrated proficiency in new accounts and account maintenance.
Prior coaching, peer training, or facilitation experience.
Relevant training certifications.

Responsibilities

Coordinate new-hire onboarding, training schedules, TOPS trainer assignments, and learning activities across assigned branches and markets.
Deliver instructor-led, hands-on, and virtual training on new account opening, account maintenance, retail systems, operational procedures, service standards, and approved product processes.
Support TOPS trainers and participating employees by distributing learning roadmaps, training resources, checklists, and proficiency assessment tools developed or approved by the Retail T&D Manager.
Track learning assignment completion, collect trainer notes and proficiency scorecards, identify overdue milestones, and communicate observations to the RT&D Manager and relevant branch managers.
Conduct follow-up coaching, skills demonstrations, refresher sessions, and targeted remediation under established training plans.
Coordinate and facilitate in-person professional development workshops using approved curricula in communication, conflict resolution, emotional intelligence, time management, problem solving, and leadership fundamentals.
Support other departments’ training requests on common deposit, account maintenance, and service processes, in coordination with the RT&D Manager and department leaders.
Assist with training for new products, operational changes, systems enhancements, and new branch openings; coordinate training logistics and materials.
Maintain current training job aids, attendance records, calendars, and learning resources; recommend revisions when procedures or employee needs change.
Collect participant and manager feedback, summarize training outcomes, and recommend improvements to training delivery and materials.
Travel to branches to provide accessible regional training coverage and reinforce consistent procedures and CSB’s OneTeam culture.
Escalate observed skill gaps, procedural inconsistencies, and potential compliance concerns through established channels; do not independently change bank policy or training standards.
Model professional conduct and client service expectations and perform other job-related duties as assigned.
Complete assigned compliance and job-specific training in a timely manner, including BSA/AML, Information Security, and other required programs.